Vacancy Details

3rd Line IT Support Analyst - £33,000 - £37,000

3rd Line IT Support Analyst


£33,000 - £37,000

Mon-Fri: 9.00 - 17.30

Our client, an established IT support company in Tamworth, is looking for a 3rd Line Support Analyst to join their office based in Tamworth. To work as part of the project function, catering for R&D of new products/services, through to the effective delivery of audits, site surveys, implementation/installations and documentation for new or existing customers infrastructures.


  • 40% /60% split in terms of your time. 60% of your time will be spent focused on BAU and escalations; guiding Associate Systems Specialists, Lead Helpdesk Analyst and Senior Helpdesk Analyst team members, enhancing your own technical and consulting skills through further training and exposure to projects, completing site audits, attending presales meetings and contributing to tender documentation. 40% of your time will be focused on project designs and installations.
  • Ability to design/support the deployments of O365 and Azure Services
  • To provide sales support for new or existing customer design/changes, catering for (but not limited to) Physical, Virtual Server and Cloud Infrastructure, Server Software, Storage Systems and Backup Infrastructure
  • To configure, troubleshoot and install Microsoft Server (Physical and Virtual)
  • To configure, troubleshoot and install VMware and Hyper V solutions
  • Ability to deal with third party products and vendors such as Mimecast, Sophos and Peppermint.
  • To liaise with 3rd party vendors to resolve performance and reliability issues, including root cause/permanent fix
  • To lead small to medium scale infrastructure project work for new or existing contracts
  • To create, manage and QA Statements of Work for mid-contract customer changes
  • To provide on call support out of hours
  • To provide scheduled out of hours change support as part of planned maintenance
  • To adhere to policies and procedures that contribute to the maintenance of Data Protection and ITIL based standards/processes (Incident, Problem, Change, Asset and Release Management)
  • You will also be required to carry out any other duties which may reasonably be required

Essential requirements

  • Microsoft Server (physical and virtual implementation)
  • MCSA and MCSE Certified
  • VMWare and Hyper V installation and configuration
  • Citrix Server (Fundamentals a minimum)
  • Design, installation and configuration of disk and tape backup and replication technologies (LTO, DFRS, Cloud, DPM)
  • Core knowledge of common Microsoft Server products (Exchange, SQL, SharePoint, CRM) at least one a speciality.
  • O365 suite of products, specifically Exchange, Office and Skype.
  • Azure, IaaS and Backend as a Service (BaaS)
  • Monitoring & Management technologies (SCOM, PRTG, IPAM) + Remote Access Tools (RDP, KVM, Bomgar)
  • Microsoft Operation Manager
  • Strong skills in security technologies & practices
  • Strong working practices for operating within a Data Centre/Server Room Environment
  • Excellent hands on skills with voice technologies - ISDN, VOIP, SBC (Unified Comms)
  • Ability to identify poorly installed systems infrastructure and design remedial action plans
  • At least 7 years within an IT Services environment (worked with customer SLAs and standards such as ISO27001)
  • Customer centric background
  • Background exposure to designing solutions
  • Background exposure to presales and demonstrations


  • Salary dependent upon experience and qualifications
  • 23 days annual leave rising to 27
  • Car Allowance or Company Car
  • Company issue phone (windows phone) and laptop
  • Training bonus dependent upon which accreditations you achieve
  • OT payments where applicable
  • Standby Allowance
  • Employer based pension (after qualifying period)
  • Death in Service benefit (after qualifying period)
  • Free refreshment provisions
  • Free car parking